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Frontline Customer Service Manager (Driver Care)

Frontline Customer Service Manager (Driver Care)

3 Weeks ago • 2 Years + • Operations

About the job

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If you thrive in a fast-paced, dynamic setting and aim to refine your skills in managing stakeholders, this opportunity is perfect for you. As the Driver Care Lead, you'll oversee the day-to-day activities, metrics, and performance of our frontline support and onboarding operations. Additionally, you'll play a crucial role in standardizing operating procedures within the Care Operations team and pinpointing areas for enhancement using both quantitative and qualitative assessments. This position will also require strong analytical skills and collaboration with various stakeholders to enhance the support experience. Working closely with the Service Excellence team, you'll contribute to Gojek's mission of delivering exceptional experiences to all users.

What You Will Do

Accountable for leading the driver onboarding and support team, ensuring a quick and seamless experience for driver-partners at the GoHub
Management of day-to-day operations of the team, including communications and KPI performance management
Drive results through strong internal and external collaboration to improve the quality and efficiency of the team
Support & drive operational requirements, to achieve and exceed team productivity and service level targets
Responsible for the design, deployment and maintenance of processes arising from new product launches and enhancement to existing process flows
Understand reporting needs and provide appropriate data analysis on performance metrics for stakeholders
Work with relevant stakeholders to identify and prioritize improvement initiatives and other cross-functional projects

What You Will Need

At least 2 years of working experience as an operations manager in a contact center / frontline customer service operations
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
Address conflicts and interpersonal issues within the team professionally and diplomatically
Ability to make informed decisions under pressure, considering both short-term and long-term implications
Keen eye for detailed process steps & identification of gaps/opportunities
Strong stakeholder and project management capabilities
Efficiently manage time, resources, and priorities to ensure productivity and meet deadlines
Keep customer needs in mind when making decisions and managing operations

The Service Excellence team, an integral part of the Gojek Singapore team, is dedicated to providing end-to-end support for our valued driver-partners and customers. Collaborating closely with operations and product teams, we aim to ensure a smooth experience for users at every stage, continuously seeking improvement. Our relentless pursuit of improvement drives us to constantly innovate and refine our processes. Furthermore, as a cohesive unit, we prioritize not just the company's advancement, but also the individual development, welfare, and unity among our team members.

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

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About The Company

GoTo Group

217 Active Jobs

GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.

GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.